01-01-2011 10:29 AM - last edited on 07-25-2011 11:45 PM by Preetha_G
I am using Norton 360 version 188.8.131.52 and have 10gb of online backup storage. I back up two computers - one backup set is about 1.6gb and the other is 1.3gb. About a month ago, I had a hard drive failure and rebuilt my system from a system image. Since that time, Norton 360 has been reporting a failure saying I am out of storage and need to buy more storage. It looks like I should have 7.1gb free. When I log into nobu.backup.com, I cannot see the files, but the screen says 14.29 of 12gb used.
I contacted Symatec support on December 5th and opened case [Removed]. I spoke with someone in India who wasted an hour or so of my time verifying that what I told him was correct. He could not solve the problem and escalated to a case manager. I spoke with a case manager who said the problem had to be resolved by Symantec in the U.S. He said it would take 8-10 business days to resolve. I told him that seemed a long time for a mission critical application such as backup.
Over the month of December, I have queried the case manager via email every 2-3 days. I always get an answer that this has been escalated to the U.S. and to be patient for another 24-48 hours. The Indian support people are very cordial but seem completely incapable of solving the problem. I suggested that they increase my backup size temporarily until they can solve the problem. They told me that they were not authorized to do so.
On December 18, I wrote to the CEO of Symantec and the president of the consumer products division (which handles Norton). I have not yet received a reply or any action toward resolving the problem.
I have been extremely patient with Symantec. The Indian support team is very cordial but seems inept. I have not been contacted by anybody from the U.S., nor has any apparent action been taken.
In the meantime, I have two computers which are unprotected by the Norton Backup which I paid for. I am at wit's end. What does it take to resolve a simple problem like this? Why is Symantec support incapable of addressing this?
Solved! Go to Solution.
01-03-2011 09:25 AM
Sorry to hear of you troubles. I am unable to access that support case number but if I collect a little bit of personal info from you I can check to see if a request was generated and somehow misplaced. Generally we can turn those purge requests around in 24-48 hrs depending on circumstance.
If you'd like me to have a look please send me either a forum PM or email (my email address is in my profile) and I will get a few pieces of info from you. Shouldn't have any trouble getting it handled within a couple minutes of receiving your message =)
01-03-2011 01:10 PM
Scott solved the problem in about 5 minutes. That is fabulous. Thanks for your help!
The bigger question, though, is why did this happen? N360 Backup is very opaque. The backup sets we see are apparently not a reflection of what is actually being stored. This is poor software design. It should be fixed to others do not have this problem.
Additionally, why did it take a month to get resolved? Symantec support messed around with this literally for a month with no resolution and very poor communication. I wrote to the executive team and never heard back. While I am grateful that Scott resolved, this whole incident speaks very poorly of Symantec's customer support.
Thankfully, Scott and the community are here. Otherwise, this might never have gotten resolved!
01-10-2011 12:39 AM
After reading the posts above I hope you will be able to help with my problem.
I have tried to back up my 2 computers to my online storage, but I get informed that I do not have enough space. Then when I try to buy more storage I keep getting directed to the Norton store, but never to any page with an option for buying storage, adding it to a shopping cart and purchasing it. Is there a problem with the website?
Also, I currently have 2 computers, but I used to have 3. I loaded Norton to onto all 3, but I have since got rid of my desktop. I would now like to purchase a new desktop and then load Norton onto it. Is it possible to cancel my activation of Norton on my old desktop so that I can load it onto my new one?
I hope you can help with these problems.
02-01-2011 01:26 PM
Okay, how did Scott solve the problem?
I've had the same issue: I'm only trying to backup about 1.8Gb of files, but I've "run out" of storage space several times--I've purchased more and tech support gave me more because they didn't know how to fix the problem. Right now, I've used 20.9 Gb of 39 Gb available.
I've chatted with tech support and I spoken with tech support (no easy treat there), and each time I ask the same question: if Norton doesn't retain prior versions of each file then how can I possibly keep consuming more backup space? The only answer I get is if I need to free up space I should purge some files from the backup. That kind of defeats the purpose, doesn't it.
If there isn't a fix for this, I'd like to know that too.
02-01-2011 01:54 PM
The short answer is .... I scanned the account and set the used quota value in our database to the correct value.
The long answer is ... the reason quota management can be difficult is because each backup is a binary incremental backup based on the previous backup which means that "how much data is being sent this session?" does not correctly capture how much data you have backed up. Therefore, as each file is scanned we have to determine the amount of space consumed by the previous version of that file and do a binary diff to determine the space delta. Then as your data is uploaded, as each chunk of data is successfully incorporated into your existing backup set your quota is changed by the delta amount.
Due to the secure way in which the data is stored online it's not trivial to determine the space consumed for the account. For that among other reasons there is no way to manually reset your quota. In the case where it becomes out of sync (we've found and fixed half a dozen quota related bugs in the 3+ years I've been in the group) it takes a request to support to fix the issue.
There are a couple circumstances today under which your account can (obviously) get out of sync. Of the millions of users who interact with our service each day a handful of them are not in sync (dealing with it is part of my job so I can say that with some level of certainty). So in one respect, if your quota is out of sync then you cannot effect a repair on your own. I have made myself available on these boards in addition to our normal support channels for handling these issues in the meantime.
If you'd like me to fix your account send me a forum PM or an email and I'll grab the necessary personal info from you and take care of it.
02-10-2011 11:42 AM
I too am having this problem. I bought 25GB of storage space on January 9 and backed up 19.4GB of files. On each backup (using automatic scheduling) the system escalated the amount of storage used, but not the size of the backup, until on 23 January it reported I'd run out of storage space.
While this was going on I discussed the problem via chat support and my correspondent flatly refused to believe that the storage used was increasing and could only suggest that I purged some files. Is this the way it's supposed to work, and whatever the size of my backup I should expect to keep having to purchase more storage? If so I'd be better off asking for my money back and using another supplier.
02-10-2011 01:14 PM
The used space is supposed to be a reflection of the amount of data available to be restored rather than just the amount of data in the current backup set. If, for example, you download a file to your desktop and then delete it later (after it has been backed up) that file will still count towards your used quota unless you purge it from the backup set.
It's also obviously possible that you've got some kind of bug causing your used space to creep up. If you want me to have a look let me know. It's important to find a backup solution that works for you though so certainly understand your position.
02-11-2011 04:10 AM
That would be great. Any suggestions? Having to keep track of stuff I download and then delete just so that my backup works would seem a bit excessive, and something I would have expected the product to take care of.
02-11-2011 08:20 AM
To be fair, it would be presumptuous of us to decide whether or not a file was important to you based on its location. What if you considered things you downloaded to be very important and wanted them to be backed up? You can exclude specific files or folders from your backup set so if you want backup to ignore your downloads folder you can make that configuration change in the manage backup profile window.
I had a similar situation where I had copied a bunch of files temporarily to my desktop. I was surprised to see my online backup space had filled up when I sat down at my desk the next day but how was the backup software supposed to know I just wanted to copy those files from one place to another?
I sent you a PM with a request for some info. Once I hear back I'll be able to provide some more detail.